Customer Service Team Manager

Red Recruitment is recruiting a Customer Service Team Manager in Cardiff to join an award-winning company, which is looking for an experienced and passionate Team Manager to join their team.

As a Customer Service Team Manager, you will be leading and managing a team of Customer Service Agents to ensure the consistent delivery of a high-quality customer experience. This role plays a key part in maintaining service standards, supporting team development, and contributing to the overall success of the Customer Service function.

The salary for this position is up to £40,000 per annum.

Benefits and Package for a Customer Service Team Manager:

• Salary: Up to £40,000 per annum (annual bonus)
• Hours: Full-time
• Location: Cardiff City Centre
• Contract Type: Permanent
• 32 days holiday (inc. bank holidays)
• Holiday Buy Scheme
• Health Cash Plan
• Perkbox
• Tech Scheme
• Cycle to Work Scheme
• Life Assurance
• Employee Assistance Programme
• Bonus scheme
• Commission pay
• Performance bonus
• Quarterly bonus
• Casual dress
• Company events
• Company pension
• Employee discount
• Health & well being programme
• Referral programme
• Sick pay
• Store discount

Key Responsibilities of a Customer Service Team Manager:

• Leading, supporting, and managing a team of Customer Service Agents, fostering a positive and performance-focused environment
• Ensuring that all team members consistently uphold service standards and values in every customer interaction
• Maintaining and continually enhancing service quality by monitoring key performance indicators (KPIs), customer satisfaction scores, and contact resolution rates
• Implementing improvements based on customer feedback, quality audits, and operational trends to ensure service excellence is consistently achieved
• Delivering structured coaching, ongoing training, and regular performance reviews to support staff development and drive improvements in service delivery

Key Skills and Experience of a Customer Service Team Manager:

• You should have demonstrable experience managing a customer service team, ideally within a regulated or insurance environment
• Having strong coaching and mentoring abilities with a focus on personal and team development is required
• You should be comfortable working with data and KPIs to make informed, strategic decisions
• Having outstanding interpersonal and communication abilities, both written and verbal, is required
• Having a deep understanding of customer service principles, best practices, and operational efficiency is required

If you are interested in this position and have the relevant skills and experience required, please apply now!

Red Recruitment (Agency)